Plumstead H/C PMS - Ratings and reviews
Reviews
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2024
I spent over 2 hours on hold for the surgery to then close !! I can't understand how calling at 5 doesn't get you through! I was sent two messages to say doctor would be calling today from my econsult on Monday and noone called ! Disgusting
Visited February 2024
Review titled Plumstead H/C PMS
Replied on 29 February 2024
Dear Patient I would like to start by apologising in your service received. We are in the process of changing suppliers and hope the new phone system will be in place by the end of March. For me to investigate please can you make your self none to the practice by coming into the surgery and ask to speak to either the Practice Manager or the Deputy. If we are not available please leave your details and we will contact you. Thank you Michelle Deputy Manager
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Review titled Very worse
Rated 1 star out of 5
by Anonymous - Posted on 29 January 2024
I and my wife trying to make appointment at 8am for last two working days for her serious condition of liver issues. Couldn’t get through for the appointment. They stopped the call queue even you call exactly at 8 or afterwards for appointment. My wife has been suffering a lot. It seems they don’t bother at all. This is GP needs to help us not ignore us.
Visited January 2024
Review titled Plumstead H/C PMS
Replied on 31 January 2024
Dear Patient I am sorry to hear about the experience you have had. Please can you make yourself known to the practice we are able to investigate and help you. Please come to the surgery and ask to speak to either myself or the Practice Manager. If for any reason we are not available please leave your details with one of the reception to pass on to Management. We look forward in hearing from you. Regards Michelle Deputy Manager
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Review titled Really terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2024
It is impossible to call or use eConsult with this practice. eConsult is always closed for this practice. They never have it open to accept requests. I thought it was just me and that my devices were on the fritz... I spoke to a friend about it and she told me, no, it's been like this for a while. You cannot call up before they immediately turn off the phonelines for appointments, and the eConsult, no matter how close you are to 8am, never accepts requests. Before this, the eConsult was never open after 6:30 or over the weekend. Now it just isn't active at all! I have been registered with this practice since I was born. Every time I have tried to go to them with help about physical or mental issues, they have turned me away with "it must be your hormones". I was recently diagnosed with a.d.h.d. and p.o.t.s. via a private health service. I now want to make an appointment regarding a mole that has changed shape. It's been a while since I have used this practice, so I thought maybe the management had changed, and maybe it would be better. They have all my info, so it would be "easier" to go with the n.h.s. gp that I'm registered with, rather than a private healthcare service. The phonelines for appointments shut off at 8:06 this morning. I went to eConsult and it isn't accepting requests. This is a terrible practice that allows its patients to get extremely sick, and does everything it can to not help patients whilst withholding all of your information from private healthcare services.
Visited January 2024
Review titled Plumstead H/C PMS
Replied on 23 January 2024
Dear Patient. Firstly I would like to apologise that you feel the need to complain about the service. We take all complaints serious and appreciate patients feed back so that we are able to improve on the service. For us to investigate please can you make your self know to the practice. If you are able to come into the surgery and ask reception to pass your contact details on to the Practice Manager or the Deputy Manager. We look forward to hearing from you so we can look into resolving the issues you have experienced. Kind regards Michelle Deputy Manager
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
The practice state you must book or raise clinical issues via it's online booking or phone. It neither answers the phone and turns off its consultation. It then blocks any other method of contact such as sending a query to the practice. It asks for people to get in touch at 8 am but it is impossible to get a reply . Disgraceful administrative organisation and in my opinion also rude. This is my continued experience and the only reason I continue to suffer the practice is due to my GP who, if he ever gets a message is excellent.
Visited January 2024
Review titled Plumstead H/C PMS
Replied on 26 January 2024
Dear Patient First I must apologise for the service you have received. Please can I ask that you make your self know to the practice, so that we are able to investigate this further. We take all complaints and reviews made about the practice serious. We welcome you to pop into the surgery and ask to speak with either myself (Michelle Deputy Manage) or the Practice Manager Michele. If we are not available please leave your contact detail with reception and we will be in touch. Regards Michelle Deputy Manager
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Review titled Worst practice needs to be shut down.
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
This practice has to be the worst in the area. No-one picks up the phone when you ring for an appointment but when you visit the practice the receptionists are chatting away to each other while the phone is constantly ringing. The last year the practice has got worse than it has ever been. I'm looking to register me and my family with another practice in the area.
Visited December 2023
Review titled Plumstead H/C PMS
Replied on 07 December 2023
Dear Patient Firstly I must apologise for the experience you have encountered. For me to investigate please can you make your self known to the Practice. I would be more then happy to meet with you to discuss further. We take all complaints seriously and appreciate your feed back so we are able to improve our service. I look forward in hearing from you. Regards Michelle (Deputy Manager)
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Review titled The worst practice
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2023
I registered my family a while ago and I even got confirmation for one of my kid that she has been registered with them. I needed to see a doctor today for her and I have done e consultation form. I received a call from the practice and was told she is not a patient. I was told they never even received a registration form, what a wast of time. I can’t confirm this because all the message you get is on their system. If I known this would happen I would have taken screen shot. It was so hard even to register my 1 year old baby to get his vaccine, so many back and forth messages. Too many bad experience already. I wouldn’t recommend this practice to anyone. I am looking for another practice already Really the worst
Visited November 2023
Review titled Plumstead H/C PMS
Replied on 07 December 2023
Dear Patient First I must apologise for the experience you have had with the surgery. For me to look into this, please can you make yor self known, I would be happy to meet with you if you are available to come and see me either today (7th December )between 15:30 - 17:30 or tomorrow 8th December) between 09:30 -12:30. If this is not possible please contact me to arrange a convenient time. Regards Michelle (Deputy Manager)
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Review titled Lack of response
Rated 2 stars out of 5
by Stephen Lawrence Butler - Posted on 01 December 2023
Contacting this surgery is impossible. Waiting for an hour, on hold, is the standard. I am a Cancer patient and have become increasingly frustrated by the lack of response to even the most basic requests. I asked to book a blood test and was told that somebody would ring me on the 19th December!! Every prescription request is a major challenge and even my Pharmacist rolls her eyes when she sees me. I am really disappointed at the lack of organisation at the practice as it was recommended to me. Long term patients have told me how poor the service has become.
Visited November 2023
Review titled Plumstead H/C PMS
Replied on 07 December 2023
Dear Mr Butler Firstly I must apologise for the experience you have had. We take all complaints seriously and appreciate patients feed back so we are able to implement changes. We are currently in th process of changing our phone system as we are aware of the issues patients are experiencing. I will call you to discuss this further. Regards Michelle (Deputy Manager)
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Review titled Very Poor Practice - its a shame as it used to be so good
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2023
Doctors are great but unfortnately its impossible to get appointment. Never used to be like this. No point in calling as they never answer the phone. You stay in the queue until you eventually hang up as no one is answering the calls. I've been in the surgery and can hear the phone constantly ringing but no one is actually taking the calls. I went into the surgery and was told I could not make a appointment even though I was physically there! I'd have to call??? on the phones they never answer! A real shame as the doctors are really good here.
Visited October 2023
Review titled Plumstead H/C PMS
Replied on 07 December 2023
Dear Patient Firstly I must apologise for the experience you have had. We take all complaints seriously and appreciate patients feed back so we are able to implement changes. We are in the process of changing our phone system as we know there are issues. If you would like to discuss this further I would be happy to meet with you. Regards Michelle ( Deputy Manager)
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Review titled Worst practice ever
Rated 1 star out of 5
by Joanne Ollin - Posted on 20 February 2023
Can never get through for appts, econsult always tells me to call for urgent appt, to then be told (after 2 hrs on hold) call back at 8am, advised to go urgent care/ A&E or call 111, rude and arrogant receptionists.
Visited February 2023
Review titled Plumstead H/C PMS
Replied on 27 February 2023
Dear Joanne I am sorry to hear about the service you have received from the practice. For me to investigate further I will contact you on the telephone to gather any additional information. Kind regards Tracy Hyam Complaints lead
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Review titled Ordinary Practice
Rated 3 stars out of 5
by Mrs Fatima Mengal - Posted on 03 November 2022
I filled in an e-consult form for my physical health complaint on 25/10/22, I received an on line message stating someone will contact me following day, which I didn't receive. On 27/10/22 I received a text message on my mobile stating that, " your Econsult has been added to DR clinic for 3.11.22". Again I waited all day, not knowing whether DR means Dr. (doctor) or whether it is a certain clinic, whether to expect a call during working hours or out of hours. I waited all day until now 7:52 in the evening, but no one called and no message received. Two days completely waisted when I constantly waited for those precious moments when I could speak on phone with a doctor and get some medication for my ailement.
Visited November 2022
Review titled Plumstead H/C PMS
Replied on 24 November 2022
Dear Fatima I am sorry to hear of your experience. I will look into this and contact you following my investigation. Please except my apologies. Regards Michelle